Broadcom Customer Care

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Current flow for SEP licenses delivery

  • 1.  Current flow for SEP licenses delivery

    Posted 08-05-2020 09:17 PM
    According to my understanding, one need to perform following steps in order to enable purchased Symantec Endpoint Protection (SEP) entitlement to be reflected at support port (support.broadcom.com).
    1. Get Broadcom ID with email address associated with order (through Broadcom or reseller)
    2. Logon to Broadcom support portal and select "Site Access Request" under the rightmost option "My Tools"
    3. Fill in the required information "Support Site ID Access" tab and submit (site ID from Broadcom purchase receipt is must have information)
    4. Wait for notice of grant

    Please correct me if miss any step. Also hope Broadcom Symantec support can help to answer the following license related questions

    1. For new users, when will the purchased item appear in portal ? Right after site access grant or need to wait "x days before the start day of contract" ?  For the second case, what is the normal duration ?

    2. For renewal users
    Will the situation be the same as new users ? Since they already using SEP, if their operation required smooth transition and need to complete license renewal well before the start of the new one (said two weeks before the expiration date of current license), how can they achieve that business objective ? This is a concern if new license entry will only appear shortly (x days) before the begin date of new license.

    I think both the customers and resellers will appreciate Broadcom's offer (of above scheduled early new license availability) even if the present way of delivery is not optimal yet. Clear notice on how Broadcom will handle this type of license request will greatly benefit her (fewer support calls), customers and resellers.

    Thanks in advance.
    FS


  • 2.  RE: Current flow for SEP licenses delivery

    Posted 08-13-2020 06:07 AM
    Dear Heena and support,

    Observed you have been tried very hard to serve the requests posted here and mine is not urgent in nature. Would like to remind it consists of three parts
    1. Check for correctness of necessary steps whenever a SEP license is purchased (new) or renewed
    2. Available date for license download in support portal for newly purchased licenses (non renewal)
    3. Available date for license download in support portal for renewal licenses. Whether there is way a customer can ask for that earlier. Not necessary through portal. Can be through others such as email or Broadcom preferred way.

    Though it is ideal to have all answered at the same time. If necessary, you can answer in phases. Thanks again


  • 3.  RE: Current flow for SEP licenses delivery

    Posted 08-13-2020 08:09 AM
    Hi Fong Shek

    Sorry for the delay in my response.

    New contract: As soon as the new contract is booked in our system, the ESD email with the site id will be sent to the customer. Every contract is associated to a unique site id and once the site id is generated, the users can add the site id to one's profile by following the steps.

    In case, if the start date of the contract/license is a furure date, then the product/license will show up on the support portal on the start date. It won't reflect immediately on the support portal. For example, the start date of the new contract or the license is 15th Dec 2020, then it will show up on 15th of Dec 2020. However, the user will recieve the license file via email prior to the start date.

    Renewed contract: If the licenses are renwed in advance, their end date shall get updated on the support portal with the renewed end date once the renewal is processed. Example : A customer has a license running from 1st Jan., 2020 to 31st Dec., 2020. If they renew the license for a year on 15th December & if it got processed on the same day in the Broadcom system, it shall reflect the renewed end date on the support portal on the same day & the customer should be able to obtain the licenses via portal. 

    If you need any assitance, you can always contact our customer care team by using the webform.

    Hope this answers all your questions.

    ------------------------------
    Regards, 
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 4.  RE: Current flow for SEP licenses delivery

    Posted 08-14-2020 07:32 AM
    Dear Heena and support,

    No worry, understood. May I clarify the following ?

    1. New contract:
     As soon as the new contract is booked in our system,  ... , the user will receive the license file via email prior to the start date.
    Would you please advise roughly when in advance will user receive that email ?  e.g. one day, a few days or one week before the start date. She or he need to know when to start to ask for help if not getting it. 

    2. Renewed contract: If the licenses are renewed in advance, ... ,  the customer should be able to obtain the licenses via portal.
    Have the following related queries :
    a. Do you mean if the customers' order is placed well in advance, they can see the new license from portal and can download well before end date of existing contract ? 
    b. How long in advance in needed ?. Aware it is hard to specify. Is there any recommend rule of thumb from Broadcom for that ? Said two or three months before the end date of existing contract.
    c.  Will they also receive the email which contain the new license ? May they presume it will be sometime after they receive ESD email ?
    d.  That license, either from portal or email, can be applied before the new contract start date.
    e. Will the contract ID and site ID for renew contract remain the same during renewals ? If not, what will be the pattern ?

    Thanks again.





  • 5.  RE: Current flow for SEP licenses delivery

    Posted 30 days ago
    Hi Fong Shek

    New Contract:

    >> Would you please advise roughly when in advance will user receive that email ?  e.g. one day, a few days or one week before the start date. She or he need to know when to start to ask for help if not getting it.

    -  It depends upon the product purchased, the timing will differ. If the product is Auto provisioned, then the customer will receive welcome letter email within 1 hour once the contract is approved. 

    - If the product is manually provisioned, then the customer will receive a welcome letter or license keys once the provisioning is done. However, the ESD Letter is sent immediately to let the customer know what they have purchased. But the actual welcome letter or keys attached depends on the situations mentioned above. 


    Renewal contract: 

    >> Do you mean if the customers' order is placed well in advance, they can see the new license from portal and can download well before end date of existing contract ?

    It depends on the way the PO is submitted. If the PO is submitted as NEW then it won't reflect on the support portal but the licenses will be sent to the customer. 

    If a CAPACITY order or RENEW order is submitted, then the new licenses will get updated on the support portal and can be downloaded before the end date of the contract.


    >> How long in advance in needed ?. Aware it is hard to specify. Is there any recommend rule of thumb from Broadcom for that ? Said two or three months before the end date of existing contract.

    - There is no thumb rule. Once the order is provisioned and the invoice is paid the license can be updated in the product console.

    >> Will they also receive the email which contain the new license ? May they presume it will be sometime after they receive ESD email ?

    - It again depends on the way the PO is submitted. If the PO is submitted as NEW then customer will receive two emails, one is the ESD email and the other one is license contract email. 

    - If a CAPACITY order or RENEW order is submitted, then customer will only recieve ESD email. The licneses will get updated on the support portal.


    >> That license, either from portal or email, can be applied before the new contract start date.

    - Yes it can be applied before the start date. The product console gets automatically updated once the current license expires.

    >> Will the contract ID and site ID for renew contract remain the same during renewals ? If not, what will be the pattern ?

    - It again depends on the way the PO is submitted.
    - If the PO is submitted as NEW then a new Site ID is generated. 
    - If a CAPACITY order or RENEW order is submitted then Site ID remains the same.

    Hope this answers all your questions. 




    ------------------------------
    Regards, 
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------